A Summer training report submitted in partial fulfillment of the requirement for the degree of

BACHELOR OF BUSINESS ADMINISTRATION

PROJECT REPORT

ON

A Study on Customer Satisfaction with respect to services provided by Tata Motors

Submitted By: Diksha Iyer

Enrollment No.: 09120601711

INTERNAL GUIDE EXTERNAL GUIDE

Name: Ms Sakshi Goel Name: Mr Shivendra Kumar

Designation: Assistant Professor Designation: Sales Manager

Trinity Institute of Professional Studies

Affiliated To Guru Gobind Singh Indraprastha University

1
 TO WHOM SO EVER IT MAY CONCERN

This is to certify that the project work “A Study on Customer Satisfaction with respect to
services provided by tata motors” made by Diksha Iyer, enrollment no.-0920601710 is an
authentic work carried out by him under guidance and supervision of Sakshi Goel.

The project report submitted has been found satisfactory for the partial fulfillment of the
degree of Bachelor of Business Administration.

Internal Supervisor

Ms Sakshi

Signature

2
 Certificate
TO WHOM IT MAY CONCERN

This is to certify that Diksha Iyer daughter of Late G.S. Chander pursuing
BBA from Trinity Institute Of Professional Studies has successfully
completed his internship in HIM Motors Pvt. Ltd from11 june, 2013 to 24
june, 2013.

During his training tenure in the company , we found her hard working, sincere and diligent
person and his behaviour & conduct was very good during the training.

We wish him all the best for his future endeavours.

SHIVENDRA KUMAR
SALES MANAGER
HIM MOTORS PVT LTD

3
 DECLARATION

I hereby declare that the following documented project report titled “A Study on Customer
Satisfaction with respect to services provided by Tata Motors” is an original and authentic
work done by me for the partial fulfillment of Bachelors of Business Administration degree
programme at “Trinity Institute Of Professional Studies, dwarka”

I hereby certify that all the Endeavour put in the fulfillment of the task are genuine and
original to the best of my knowledge & I have not submitted it earlier elsewhere.

Diksha Iyer

BBA (G), 5th Semester, 3rd year, 1st shift

09120601711

4
 ACKNOWLEDGEMENT

It is in particular that I am acknowledging my sincere feeling towards my mentors who

graciously gave me their time and expertise.

They have provided me with the valuable guidance, sustained efforts and friendly approach.
It would have been difficult to achieve the results in such a short span of time without their
help.

I deem it my duty to record my gratitude towards the External project supervisor Mr

Shivendra Kumar and Internal project supervisor Mrs Anjali who devoted his/her precious
time to interact, guide and gave me the right approach to accomplish the task and also helped
me to enhance my knowledge and understanding of the project.

Diksha Iyer

09120601711

BBA (general)

V sem 1st shift

5
 INDEX

Serial No. Particulars Page No.

1. CHAPTER 1(INTRODUCTION AND LITERATURE REVIEW: Topic, 1-29
Industry and Firm)
 Introduction
 Company profile
(Theoretical concept about the topic such as importance, function, role, type etc)
2. CHAPTER 2 (RESEARCH OBJECTIVES AND METHODOLOGY) 29-36
 Research Objective of the study
 Research methodology
 Research Design
Types of Research Design
 Data Collection
Sources of data collection (Primary & Secondary)
 Sampling Design
Population/Universe
Sampling Unit
Sample Size
Sampling Area
Sampling Technique

3. CHAPTER 3 (DATA ANALYSIS AND INTERPRETATION) 38-49

 Data Processing
 Analysis of the problem under study
 Interpretation of the study

4. FINDINGS 51
5. LIMITATIONS 52
6. SUGESSTION 53
7. CONCLUSION 54
8. BIBLOGRAPHY 55
9. ANNEXURE 56

6
 CHAPTER 1
INTRODUCTION AND LITERATURE REVIEW

1.1 INTRODUCTION

7
Competition is hitting up in the sports utility vehicle segment (SUV) in India once again.
Even as Mahindra & Mahindra Ltd is in the process of rolling out an integrated marketing
plan to announce the prelaunch of Scorpio, Tata Motors is drawing up an aggressive
marketing strategy to popularize its recently-launched petrol variant of Tata Safari.

For starters, Mahindra & Mahindra Ltd has launched a multi-media ad campaign to promote
the new avatar of Scorpio. Created by Interface Communications, the mass media campaign
includes a series of press advertisements and a television commercial. As for the rationale
behind the prelaunch of Scorpio, says Mahindra & Mahindra Ltd executive vice-president
(marketing & sales) Rajesh Jejurikar: “After conducting an extensive market research (with
AC Nielson), we upgraded our existing model with new features. However, the positioning of
the brand will remain the same so the adline will continue to be the same—‘Nothing Else
Will Do.’”
The company plans to focus on press ads to highlight the new features and improved fuel
efficiency of the upgraded version of Scorpio. “To support mass media advertising, we’ll be
hosting roadshows and ground promos. Till now we have sold over 20,000 Scorpios since we
launched this brand. With this improved version, we will phase out the old brand,” hisadds. In
addition, Mahindra & Mahindra has recently launched a nationwide talent search
programmed titled ‘Scorpio Speedster with Timex’ in 10 cities across the country. Through
this initiative, the company plans to strengthen Scorpio’s brand positioning of being a
youthful and sporty SUV, says MrJejurikar.Tata Motors is gearing up to launch a new multi-
media ad campaign to announce the new variant of Tata Safari, the petrol version. On Tata
Motors new marketing strategy, says Ogilvy & Mather India clients service director
SharmilaMalekar: “To announce the launch of Tata Safari (petrol variant), we will be
launching a multi-media ad campaign within a month. The new campaign will include, press
ads, TVCs and radio advertising. There will be a new adline too.”
At present, the baseline for Tata Safari is ‘Make Your Own Roads’. In addition to mass media
advertising, the agency will continue to focus on its CRM initiatives such as the Tata Safari
Explorer Club to promote the new avatar of Tata Safari.
In the Indian automobile industry, SUVs today account for only 15 per cent of the total
market unlike western countries where it is almost 80 per cent
1.1.2 WHAT IS MARKETING STRATEGY

8
Marketing strategy is a process that can allow an organization to concentrate its limited
resources on the greatest opportunities to increase sales and achieve a sustainable competitive
advantage. Marketing strategy includes all basic and long-term activities in the field of
marketing that deal with the analysis of the strategic initial situation of a company and the
formulation, evaluation and selection of market-oriented strategies and therefore contributes
to the goals of the company and its marketing objectives.

1.1.3 TYPES OF STRATEGIES

Marketing strategies may differ depending on the unique situation of the individual business.
However there are a number of ways of categorizing some generic strategies. A brief
description of the most common categorizing schemes is presented below:

 Strategies Based On Market Dominance

In this scheme, firms are classified based on their market share or dominance of an industry.

 Porter generic strategies

Strategy on dimensions on strategic scope and strategic strength. Strategic scope refers to the
market penetration while strategic strength refers to the firm’s sustainable competitive
advantage. The generic strategy framework comprises two alternative scopes. These are-
Differentiation and low-cost leadership each with a dimension of focus-broad or narrow

 Innovative Strategy

This deals with the firm’s rate of the new product development and business model
innovation. It asks whether the company is on cutting edge of technology and business
innovation.

1.2 AN OVERVIEW OF INDIAN CAR INDUSTRY

9
Starting its journey from the day when the first car rolled on the streets of Mumbai in 1898,
the Indian car industry has demonstrated a phenomenal growth to this day. Today, the Indian
car industry presents a galaxy of varieties and models meeting all possible expectations and
globally established industry standards. Some of the leading names echoing in the Indian car
industry include Maruti Suzuki, Tata Motors, Mahindra and Mahindra, Hyundai Motors, Hero
Honda and Toyota Motors etc.

During the early stages of its development, Indian car industry heavily depended on foreign
technologies. However, over the years, the manufacturers in India have started using their
own technology evolved in the native soil. The thriving market place in the country has
attracted a number of car manufacturers including some of the reputed global leaders to set
their foot in the soil looking forward to enhance their profile and prospects to new heights.

In 1940s the Indian automotive industry was at a very low stage. An embryonic automotive
industryemerges in India. In the initial years after independence Indian automobile industry
was plagued by unfavorable government policies. All it had to offer in the passenger car
segment was a 1940s Morris model called the Ambassador. In 1953, government of India and
private sector came together to build an automotive component manufacturing industry to
meet the rising needs of the automobile industry.

Ford and General Motors, sensing the potential, set up local companies that year to sell and
service their motor cars and trucks. In 1928, General Motors India Ltd commenced
assembling trucks and cars in its factory in Bombay, the first car assembled in India rolling
off the assembly line on December 4th. Two years later, Ford Motor Co of India Ltd
commenced assembly of automobiles in Madras, and the next year in Bombay and Calcutta.
And in 1936, Addison & Co Ltd commenced assembly of cars and trucks in Madras.

Hindustan Motors Ltd, Calcutta, and Premier Automobiles Ltd, Bombay, were established in
1942 and 1944 respectively to progressively manufacture complete automobiles. Hindustan
Motors, a Birla group company, began manufacturing operations in 1948 by assembling

10
Morris Oxford cars and Bedford trucks, gradually indigenizing the components. In 1957, the
Morris Oxford, substantially indigenized, was re-introduced as the Hindustan Ambassador.

The car sector of India is the seventh largest in the world. The country is the largest
manufacturer of motorcycles and the fifth largest producer of commercial vehicles. Industry
experts have visualized an unbelievably huge increase in these figures over the immediate
future. In the year 2009, India rose to be the fourth largest exporter of cars following Japan,
South Korea and Thailand.

1.3 COMPANY’S PROFILE

11
Tata Motors is a part of the Tata Group manages its share-holding through Tata
Sons. The company was established in 1950 as a locomotive manufacturing unit and
later expanded its operations to commercial vehicle sector in 1954 after forming
a joint venture with Daimler-Benz AG of Germany. Despite the success of its
commercial vehicles, Tata realized his company had to diversify and he began to
look at other products. Based on consumer demand, he decided that building a
small car would be the most practical new venture. So in 1998 it launched Tata Indica, India's
first fully indigenous passenger car. Designed to be inexpensive and simple to build and
maintain, the Indica became a hit in the Indian market. It was also exported to Europe,
especially the UK and Italy. After years of dominating the commercial vehicle market in
India, Tata Motors entered the passenger vehicle market in 1991 by launching the Tata Sierra,
a multi utility vehicle. After the launch of three more vehicles, Tata Estate (1992, a station
wagon design based on the earlier 'Tata Mobile' (1989), a light commercial vehicle), Tata
Sumo (LCV, 1994) and Tata Safari (1998, India's first sports utility vehicle). Tata launched
the Indica in 1998, the first fully indigenous passenger car of India. Though the car was
initially panned by auto-analysts, the car's excellent fuel economy, powerful engine and
aggressive marketing strategy made it one of the best selling cars in the history of the Indian
automobile industry. A newer version of the car, named Indica V2, was a major improvement
over the previous version and quickly became a mass-favorite. Tata Motors also successfully
exported large quantities of the car to South Africa. The success of Indica in many ways
marked the rise of Tata Motors.

Production

12
Although the sector was hit by economic slowdown, overall production (passenger
vehicles,commercial vehicles, two wheelers and three wheelers) increased from 10.85 million
vehicles in2007-08 to 11.17 million vehicles in 2008-09. Passenger vehicles increased
marginally from 1.77million to 1.83 million while two-wheelers increased from 8.02 million
to 8.41 million.In recent times, India has emerged as one of the favorite investment
destinations for automotivemanufacturers.

•Volvo Buses India is eyeing 35 per cent growth in domestic sales this year at 550-600 unitsas
against around 440 units sold in 2008.

•Toyota Kirloskar Motor Pvt Ltd (TKML), the Indian subsidiary of Japan’s Toyota
Motor Corp, is increasing its investment by US$ 164.8 million at its manufacturing site
near Bangalore, to touch US$ 824.32 million by 2016.

•French carmaker, Renault, has completely recast its plans for India as part of a
new,aggressive approach that will see it producing cars in its Chennai plant by 2011.

•Hyundai has made India its global hub for manufacturing small cars. It will invest US$
1 billion in its second plant in Chennai by 2013. In addition, it is also investing US$ 40
millionin its research and development (R&D) facility in Hyderabad.

•General Motors has so far invested about US$ 1 billion into its Indian operations.

•Mercedes-Benz will invest about US$ 64. 21 million in its plant at Chakan near Pune.

13
Domestic Market

Sales of cars and commercial vehicles have been impacted due to global economic
slowdown.However, in spite of that there has been a marginal increase in the number of

14
vehicles sold in 2008-

15
16
 09 as compared to 2007-08. Total number of vehicles sold including passenger veh
cles, commercialvehicles, two-wheelers and three-wheelers i n 2008-09 was 9.72 millio
as compared ot 9.65 millionin 2007-08. According to an Ernst &Young analysis, passenger vehi
le sales in the country willgrow at a CAGR of 12 per cent to touch 3.75 million units by 2
14 as against 1.89 million units atthe end of 2008-09. While domestic market is expecte
to contribute 2.75 million units to the totaltally, the remaining 1 million units would
contribute towards exports. Likewise, as per estimates byCARE Research, the domest
ic two-whee
er sales will grow at a CAGR of 8.8 per cent by 2014 at11.3 millio n units vis-a-vis 7.43 mil
ion units in 2008-09. Honda Siel Cars India (HSCI), the Indiansubsidiary of the Japanese
iant Honda Motor Co, said that its sales will register double digit growthin the current f
nancial year. The company expects its total sales to b

Exports

According to the Society of Indian Automobile Manufacturers (SIAM), automobile sales

(including passenger vehicles, commercial vehicles, two-wheelers and three-wheelers) in the
overseas marketsincreased to 1.53 million units in 2008-09 from 1.23 million units in 2007-
08. Export of passenger vehicles increased from 218,401 in 2007-08 to 335,739 units in
2008-09. The growth in export wasled by Hyundai Motor India, followed by others such as
MSIL, Mahindra Renault, Fiat IndiaAutomobiles, General Motors India and Honda Siel Cars
India

Policy

In order to make India a power to reckon with in the automotive sector the government
launched theAutomotive Mission Plan (AMP) 2006-2016. The vision of the AMP is "to
emerge as the destinationof choice in the world for design and manufacture of automobiles
and auto components with output reaching a level of US$ 145 billion accounting for more
than 10 per cent of the GDP and providingadditional employment to 25 million people by
2016." As per the AMP, it is estimated that the totalturnover of the automotive industry in
India would be in the order of US$ 122 billion-159 billion in2016. It is expected that in real
terms, India would continue to enjoy its eminent position of being thelargest tractor and
three-wheeler manufacturers in the world and the world's second largest two-wheeler

17
manufacturer. By 2016, India will emerge as the world's seventh largest car producer
(ascompared to the eleventh largest currently) and retain the fourth largest position in world
truck manufacturing sector. Further, by 2016, the automotive sector would double its
contribution to thecountry's GDP from current levels of five per cent to 10 per cent.

1.4 VISION AND MISSION

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19
20
1.5 PRODUCT RANGE

Tata Sumo

Production 1994–present
Assembly Pune, India
Successor Victa, Victa DI, Sumo Grande
Class MUV, SUV (Sumo Grande)
Body style 5-door, Body on Frame
Layout Front Engine, Rear Wheel Drive
Engine 2.0L IDI
Transmission 5-speed manual
Wheelbase 2,400 mm (94.5 in)
Length 4,450 mm (175.2 in)
Width 1,756 mm (69.1 in)
Height 1,906 mm (75.0 in)

Tata Safari

21
Manufacturer Tata Motors
Also called Tata Dicor
Production 1998–present
Class SUV
Body style 5-door SUV
Engine 2.0L turbodiesel I4
2.2L turbodiesel I4
3.0L turbodiesel I4
Transmission 5-speed manual
Wheelbase 2,650 mm (104.3 in)
Length 4,650 mm (183.1 in)
Width 1,918 mm (75.5 in)
Height 1,925 mm (75.8 in)
Kerb weight 1,920 kg (4,233 lb)
Related Tata Sumo

Tata Indica

"Tata Indica V2"

Manufacturer Tata Motors
Production 1998–present
Assembly Pune, Maharashtra, India
Class Supermini car
Layout FF layout

22
Tata Nano

Manufacturer Tata Motors

Also called one-lakh car
Production 2008–present
Assembly Pantnagar, Uttarkhand, India[1]
Charodi, Gujarat, India (since June 2010)[2]
Class City car
Body style 4-door
Layout RR layout
Engine 2 cylinder SOHC petrol Bosch multi-point
fuel injection (single injector)
allaluminium 624 cc (38 cu in)

23
 Transmission 4 speed synchromesh with overdrive in 4th
Wheelbase 2,230 mm (87.8 in)[3]
Length 3,099 mm (122.0 in)[3]
Width 1,495 mm (58.9 in)[3]
Height 1,652 mm (65.0 in)[3]
Kerb weight 600 kg (1,300 lb)–635 kg (1,400 lb)[3]
Designer Justin Norek of Trilix, Pierre Castine[4]

ALL Products

Passenger cars and utility vehicles

Tata Sierra (Discontinued)

Tata Estate (Discontinued)
Tata Sumo/Spacio
Tata Sumo Grande
Tata Safari
Tata Indica
Tata Vista
Tata Indigo
Tata Manza
Tata Indigo Marina
Tata Winger
Tata Magic
Tata Nano
Tata Xenon XT
Tata Aria
Tata Venture
Tata Iris

Concept vehicles
2000 Aria Roadster
2001 Aria Coupe

24
2002 Tata Indiva
2004 Tata Indigo Advent
2005 Tata Xover
2006 Tata Cliffrider
2007 Tata Elegante
2009 Tata Pr1ma
2010 Tata Versa
2010 Tata Essota
2011 Tata Pixel

Commercial vehicles
Tata Ace
Tata Super Ace
Tata TL/Telcoline/207 DI Pickup Truck
Tata 407 Ex and Ex2
Tata 709 Ex
Tata 809 Ex and Ex2
Tata 909 Ex and Ex2
Tata 1109 (Intermediate truck)
Tata 1512 (Medium bus chassis)
Tata 1612/1616 (Heavy bus chassis)
Tata 1618 (Semi Low Floor bus chassis)
Tata 1623 (Rear Engined Low Floor bus chassis)
Tata 1518C (Medium truck)
Tata 1613/1615 (Medium truck)
Tata 2515/2516 (Medium truck)
Tata Starbus (Branded Buses for city, inter city, school bus and standard passenger
transportation)
Tata Divo (Fully built luxury coach)
Tata CityRide (12 – 20 seater buses for intra-city use)
Tata 3015 (Heavy truck)
Tata 3118 (Heavy truck) (8×2)
Tata 3516 (Heavy truck)

25
Tata 4018 (Heavy truck)
Tata 4923 (Ultra-Heavy truck) (6×4)
Tata Novus (Heavy truck designed by Tata Daewoo)
Tata Prima (The World Truck designed by Tata Motors and Tata Daewoo)

Military vehicles
Tata LSV (Light Specialist Vehicle)
Tata Mine Protected Vehicle (4×4)
Tata 2 Stretcher Ambulance
Tata 407 Troop Carrier, available in hard top, soft top, 4×4, and 4×2 versions
Tata LPTA 713 TC (4×4)
Tata LPT 709 E
Tata SD 1015 TC (4×4)
Tata LPTA 1615 TC (4×4)
Tata LPTA 1621 TC (6×6)
Tata LPTA 1615 TC (4×2)
Tata Winger Passenger Mini Bus

26
1.6 MARKETING STRATEGIES ADOPTED BY TATA

Marketing strategy is a process that can allow an organization to concentrate its limited
resources on the greatest opportunities to increase sales and achieve a sustainable competitive
advantage. Marketing strategy includes all basic and long-term activities in the field of
marketing that deal with the analysis of the strategic initial situation of a company and the
formulation, evaluation and selection of market-oriented strategies and therefore contributes
to the goals of the company and its marketing objectives.

1.6.1 SALES STRATEGY

1.6.1.1 Sales promotion

According to American Marketing Association, sales promotion refers to “those activities

other than personal selling, advertising & publicity that stimulate consumer purchasing &
dealer effectiveness, such as display shows & exhibitions and various other non-recurrent
selling effort not in ordinary routine.”

1.6.1.2 Sales Promotion Objectives

 To increase the sales & encourage the present consumers to use more frequently.

 To attract new customers by means of incentive campaigns etc.

 To build buying habit.

27
 To motivate & attract the sales force and get their cooperation.

 To improve manufacturer-dealer relationship.

 To help the new product enter into existing and new market.

1.6.1.3 Importance of Sales Promotion

Spread Information.

Stimulate Demand.

Creates Product Identity.

1.6.1.4 Sales Promotion Method

SALES MEANING OBJECTIVES

PROMOTION
METHOD

1.Price Offers Offering a product at a lower than the To encourage immediate sales,
normal price. attract non-users,etc.

2.Coupon When the consumer is entitled to To encourage product trail, build

redeem a specific standard certificate loyalty, trade – up regular users,
for a product free or in part payment. stimulate re-purchase rate.

3.Discounts Other than normal trade & cash To push more sales to trade, early
discount. cash recovery.

28
4.Dealer Where participating dealers are invited To increase sales, buy dealer’s
Sales Contests to compete in terms of the sales loyalty; motivate dealer’s staff to
performance. sell more.

5.Dealer gifts Offer of useful articles & attractive To improve dealer relations, make
gifts to dealers for his personal, family impact on consumer.
or office use.

1.6.1.5 SALES PROMOTION STRATEGY

 Tata True Value Outlet:-

Tata has aided customers by providing them the facility to bring their vehicle to a 'Tata True
Value' outlet and exchange it for a new car, by paying the difference. They are offered loyalty
discounts in return. This helps them retain the customer.

 Tata Call Center:-

Tata has proper customer complain handling cell under the CRM department. The customer
care will help the customers solving all their problems and answer all their grievances.

 Tata Insurance:-

It is launched in 2002 Tata provides vehicle insurance to its customers with the help of
National Insurance Company, Bajaj Allianz. The service was set up by the company with the
inception of two subsidiaries Tata Insurance Distributors Service Pvt. Ltd. And Tata Insurance
Brokers Pvt. Ltd

29
1.6.1.6 Promotional Strategies

Road Shows

The company plans to stage road shows, to display vehicles in the pavilions during various
college festivals and exhibition. This car will appeal to youngsters more.

Television advertisements

Advertisements to promote and market our product will be shown on leading television
channels. Major music and sports channels will promote and they will reach out to the youth
will be promoted through Star, Zee, etc as it has more viewers.

Radio

Radio is the medium with the widest coverage. Studies have recently shown high levels of
exposure to radio broadcasting both within urban and rural areas, whether or not listeners
actually own a set. Many people listen to other people's radios or hear them in public places.
So radio announcements will be made and advertisements will be announced on the radio
about the product features and price, qualities, etc.

Print Ads

30
Daily advertisements in leading newspapers and magazines will be used to promote the
product. Leaflets at the initial stage will be distributed at railway stations, malls, college areas
and various other locations.

Workshops and Seminars

Workshops and seminars will be held in colleges and big corporate to make people aware
about the companies past performance and product features, its affordability and usage, vast
distribution network. Road shows will be conducted where free trials of the car would be
given.

1.7 COMPETITVE ADVANTAGE OF TATA

 Dealer network across the country

Wide dealership network allows the company to service customers over a wider geographical
area than competitors. Currently, there are 140 outlets of Tata Motors.

 True Value Operations

MUL providing its customers an opportunity to resale their car to MUL or exchange with
anew Tata car under its ‘True Value´ network has proven really beneficial. In FY07True Value
network touched 10000 units a month and more than 90% of that resulted in the exchange of
a new car

 Presence across segments

In a car manufacturing plant, the press shop, paint shop, engine and transmission assembly,
and machine shop are used for manufacturing different models A presence across various
segments ensures that the company retains its existing customers by offering them upgrades
from its portfolio of models.

31
32
33
 CHAPTER2

RESEARCH OBJECTIVE AND METHODOLOGY

2.1 RESEARCH OBJECTIVE OF THE STUDY

The objective is to study those factors which can accelerate the marketability of the TATA
VISTA compared to its competitors.

 To understand the market potentiality for VISTA.

 To determine the acceptable price of the product.

 To determine the requirements and needs of the potential customers.

 To serve the customer through channel of distribution.

 To face the keen competition.

34
AREA CONSIDERED FOR THIS STUDY ARE:

Automobile history

Industry investment

Industry growth

Vehicle production

Auto export

Auto companies

35
36
2.2 RESEARCH METHODOLOGY

The process used to collect information and data for the purpose
of making business decisions. The methodology may
include publication research, interviews, surveys and other research techniques, and could
include both present and historical information.
Research methodology is a way to systematically solve the research problem. It may be
understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods or techniques but also the methodology.

37
2.3 RESEARCH DESIGN

Research designs are concerned with turning the research question into a testing project. The
best design depends on your research questions. Every design has its positive and negative
sides. The research design has been considered as a "blueprint" for research, dealing with at
least four problems: what questions to study, what data are relevant, what data to collect, and
how to analyze the results.

2.3.1 Types of Research Design

Exploratory Research:

Exploratory research is a type of research conducted for a problem that has not been clearly
defined. Exploratory research helps determine the best research design, data collection
method and selection of subjects. It should draw definitive conclusions only with extreme
caution. Given its fundamental nature, exploratory research often concludes that a perceived
problem does not actually exist. Exploratory research often relies on secondary research such
as reviewing available literature and/or data, or qualitative approaches such as informal
discussions with consumers, employees, management or competitors, and more formal
approaches through in-depth interviews, focus groups, projective methods, case studies or
pilot studies. The Internet allows for research methods that are more interactive in nature.

Descriptive research:

Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. However, it does not answer questions
about eg: how/when/why the characteristics occurred, which is done under analytic research.
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, Descriptive research cannot be used to create a causal

38
relationship, where one variable affects another. In other words, descriptive research can be
said to have a low requirement for internal validity. The description is used for frequencies,
averages and other statistical calculations. Often the best approach, prior to writing
descriptive research, is to conduct a survey investigation. Qualitative research often has the
aim of description and researchers may follow-up with examinations of why the observations
exist and what the implications of the findings are.

Causal Research:

It is the testing of a hypothesis on the cause and effect within a given market. Casual
Research explores the effect of one thing on another and more specifically, the effect of one
variable on another. The research is used to measure what impact a specific change will have
on existing norms and allows market researchers to predict hypothetical scenarios upon
which a company can base its business plan. For example, if a clothing company currently
sells blue denim jeans, casual research can measure the impact of the company changing the
product design to the color white. Following the research, company bosses will be able to
decide whether changing the color of the jeans to white would be profitable. To summaries,
casual research is a way of seeing how actions now will affect a business in the future.

39
2.4 DATA COLLECTION METHOD

Market research requires two types of data i.e. secondary data and primary data. Primary data
has been used abundantly for the study. Well-structured questionnaires were prepared & the
survey was undertaken. Feedback for the display has been taken by asking questions &
observation has also done to gather primary information.

There is also a use of secondary data, collected from the various journals, books, and
websites & from company managers.

The selection of respondents were accordingly to be in a right place at a right

time and so the s a m p l i n g w e r e q u i t e e a s y t o m e a s u r e , e v a l u a t e a n d c o -
o p e r a t i v e . I t w a s a r a n d o m l y a r e a sampling method that attempts to obtain the
sample of convenient.

PRIMARY:

For my survey primary data have been used as a questionnaire to collect the data.

SECONDARY:

The secondary data has been collected from the following modes:
 Magazines
 Newspaper
 Data through internet sources
 Data collected from organization

Area of research: Delhi

Research approach: Survey method

Sample size: 20-30 respondents

40
Sampling Method: Random Convenience sampling

Sample Unit: Customer of Vodafone

Measuring Tool: Questionnaire
SAMPLING PROCEDURE:
.

Random Convenience sampling

It is a sampling method in which units are selected based on easy access/availability. The
disadvantage of convenience sampling is that the units that are easiest to obtain may not be
representative of the population. For example products on top of a box of parts may be a
different quality from those at the bottom, people who are at home when the market
researcher calls may not be representative of the entire population. It is also called as
Accidental Sampling.

41
 CHAPTER 3
DATA PROCESSING, ANALYSIS AND INTERPRETATION

42
 a) Sale according to survey

INTERPRETATION
By analyzing the datas available about the sales figure it can be noted-
Vista Aqua is the most selling car amongst the other cars. Next comes the Vista Aura and
Vista Terra. These three cars constitute most of the sales. All other cars of tata have around
23.33%

43
b) Awareness of all versions of Tata Passenger Car

Are you aware of all versions of Tata Indica Passenger car?

Cumulative
Frequency Percent Valid Percent Percent
Valid YES 29 29.0 29.0 29.0
NO 71 71.0 71.0 100.0
Total 100 100.0 100.0

Awareness of all versions of Tata Passenger Car

80

71

60
Percent

40

29

20

0
YES NO

Are you aw are of all versions of Tata Indica Passenger car?

INTERPRETATION
From the above data we find out that most of the people surveyed are not aware of all the
versions of Tata Indica passenger car. Therefore more measures must be taken to promote and
create awareness about the cars available.

44
45
46
c) Sample of 30 customers, according to their income.

47
48
INTERPRETATION
The above chart shows the annual income level of the 30 chosen samples. 17 samples have
income ranging between 1 lakh and 3 lakhs. 6 people have income between 3-5 lakh. 5
samples have income below 1 lakh. And the rest have income above 5 lakh.

d) Car customers

49
INTERPRETATION
The above chart shows that out of 30 samples chosen for the survey, 13 are first time users
and the rest have used Tata cars more than once and they are satisfied an happy with the car
and they do not want to change to some other car.

50
e) Tele media creates a brand appeal.

T.V. ads appeal No.of people

Yes 7

No 23

51
52
INTERPRETATION
The above chart indicates that tele media does not actually create a brand appeal. Amongst
the 30 samples, 23 feel that tele media is not so important in creating a brand appeal. The
performance, average and features create a brand appeal.

f) Customer Satisfaction from Tata cars.

Customer satisfaction No.of people

Satisfied 11

Not satisfied 19

53
INTERPRETATION

54
Tata passenger car users are not so satisfied from the tata cars though it gives the best average
amongst all

55
same segment cars available and it is very economical. 19 out of 30 samples are not satisfied
with car and expect something better than the available cars.

56
57
g) Tata Passenger Cars, Creating brand value

Brand value No.of people

Yes 15

No 5

INTERPRETATION
The above chart shows that Tata Passenger cars do create a brand value. It is a big competion
to the other related brands available in the market. Only 5 out of 20 people feel that Tata cars
do not create a brand value.

58
h) Factors affecting buying of customers

INTERPRETATION

The above chart shows that 4 samples prefer Tata cars because it provides power steering at a
very low cost as compared to other cars. People say that Tata cars give the best mileage and it
is very economical, 14 people prefer Tata Motors because of the mileage it gives. Most of the
people prefer Tata Motors as it sells the cheapest cars and at the same time provides features
which cannot be found in other cars in the same segment. It offers best features at least price.

59
I) Searching Information before buying car

Did you search information for buying the car?

Cumulative
Frequency Percent Valid Percent Percent
Valid YES 49 49.0 49.0 49.0
NO 51 51.0 51.0 100.0
Total 100 100.0 100.0

Searching Information before buying car

60

50 51
49

40
Percent

30

20

10

0
YES NO

Did you search information for buying the car?

INTERPRETATION

The above chart shows that 51% people do not actually search for information before buying
a car. They just simply buy a car according to their budget and the brand value. They do not
usually search for various cars in the same segment. The rest of people prefer to do a detailed
research on various cars and its features before buying a new car.

60
j) Rating of Mileage given by vehicle
How will you rate the mileage given by your vehicle?

Cumulative
Frequency Percent Valid Percent Percent
Valid Very good 17 17.0 17.0 17.0
Good 65 65.0 65.0 82.0
Neither good nor poor 13 13.0 13.0 95.0
poor 5 5.0 5.0 100.0
Total 100 100.0 100.0

Rating of Mileage given by vehicle

70

65
60

50

40
Percent

30

20

17
10 13

0 5
Very good Good Neither good nor poo poor

How w ill you rate the mileage given by your vehicle?

INTERPRETATION

Tata cars are best in terms of mileage as they have been made for the common man. From the
data collected it was found that 17% of the samples feel that the mileage of Tata cars is very
good. 65% people have rated it as good. Some people say that the mileage of the cars is not
so good and not so bad also at the same time. Only 5% of the chosen samples think that the
mileage of the Tata cars is poor.

k) Rating the Frequency of Maintenance and Repair

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 How will you rate the frequency of maintenance service and repair needs of your
vehicle?

Cumulative
Frequency Percent Valid Percent Percent
Valid Very frequent 23 23.0 23.0 23.0
Frequent 52 52.0 52.0 75.0
Neither frequent
14 14.0 14.0 89.0
nor frequent
Infrequent 7 7.0 7.0 96.0
very frequent 4 4.0 4.0 100.0
Total 100 100.0 100.0

Rating the Frequency of Maintenance and Repair

60

50 52

40
Pe r c e n t

30

20 23

14
10

7
0 4
Very frequent Neither frequent nor very frequent
Frequent Infrequent

How w ill you rate the f requency of maintenance service and repair needs

INTERPRETATION
From the data collected we found that tata passenger cars need to be properly maintained. It
requires maintenance and repair frequently for smooth running. These cars need servicing
more frequently. The maintenance cost Tata cars is much more as compared to various other
cars in the same segment. If they are not maintained and serviced regularly then it may give a
problem in future. For long run of the car it requires frequent serving and maintenance. If
there is any break down in the car then it has to be immediately repaired. The cost of
repairing is a little more if we compare it to maruti cars as its parts are a bit costly and are not
available at all places.

l) Rating the level of Comfort

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 How will you rate the level of comfortness of your vehicle?

Cumulative
Frequency Percent Valid Percent Percent
Valid Very good 34 34.0 34.0 34.0
Good 57 57.0 57.0 91.0
Neither good nor poor 6 6.0 6.0 97.0
poor 2 2.0 2.0 99.0
very poor 1 1.0 1.0 100.0
Total 100 100.0 100.0

Rating the level of Comfort

70

60
57
50

40
Percent

30 34

20

10

6
0
Very good Neither good nor poo very poor
Good poor

How w ill you rate the level of comf ortness of your vehicle?

INTERPRETATION

When it comes to comfort Tata motors are one of the most comfortable cars. Whether it
comes to driving or the seating space, these cars are ranked amongst the top rated cars
available at competitive prices. 37% of the samples have rated Tata cars as very good in terms
of comfort. 57% have rated it as good. Some people feel that it is not so good and not so bad
bt it is satisfactory. But only 1% people say that Tata cars are very poor when it comes to
comfort.

63
FINDINGS, SUGGESTIONS, CONCLUSION,
BIBLOGRAPHY AND ANNEXURE

64
 FINDINGS

 TATA MOTORS is number three in passenger car market after maruti-suzuki & hyundai.

 Majority of the customers see TATA MOTORS with savings.

 Most of the customers spend large sum of money

 Out of the samples, people are highly convinced that TATA MOTORS will yield them
better results

 As the sales of Maruti grows as well as Hundai’s santro is still doing well in mid size and
small size segment so the INDICA VISTA may be a good options for the company in this
term for sustaining sales in long run as well as in the current situations.

 Product will have a gradual progress. Because most industries would wait for the
response about the product from other Company

 Customers were educated by me, about fuel efficient cars by TATA MOTORS

65
66
 LIMITATIONS

 Study is restricted to Delhi and nine industrial areas only.

 Continuous and reliable information was not available.

 Some of the information was confidential so much information was not revealed.

 The time span of the survey was short and hence only major aspects were considered.

 Information provided by the respondent in terms of their fuel usage and their expense

could not be very accurate

 Availability of the respondents amidst their busy schedule did not permit detailed study.

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 SUGGESTIONS AND RECOMMENDATIONS

 Demo of the product should be made available to Customers, since most of the purchase
decisions are based on it

 Technical details should be made available to the customers in the most accurate
numerical form

 The Indica has remained a bestseller throughout in the industry figuring in the top 3
selling list of cars for most of the years.

 The distribution channel should be more efficient to cater the demand during peak
seasons like during dushera, diwali, etc .The city like Allahabad is mostly dominated by
the working class like people employed in high court, AG office (accountant general
office) and government school employees who this year are getting more pay due to the
recommendations made by the sixth pay commission so , the sales for mid size car can be
enhanced in this scenario.

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69
 CONCLUSION

The study was conducted to measure,” THE CUSTOMER BEHAVIOR in purchasing

INDICA VISTA. The study was conducted on 30 Customers. A questionnaire was designed to

understand the market and create awareness about TATA MOTORS. Based on the

questionnaire, data was collected and analyzed and it was found that the customers are

willing to buy the Cars. However they are also skeptic about it. Suggestions are provided

based on customer requirements and market situation. A nearest attempt has been made to

make the study realistic and suggestive, but it is not claimed that the findings and suggestions

in the report are perfect.

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 BIBLOGRAPHY

BOOKS:

•KOTLER PHILIP AND ARMSTRONG,

• GARY MARKETING MANAGEMENT

•MARKETING RESEARCH by R Nandagopal & K Arul Rajan

MAGAZINES:

•MONEY TODAY

•BUSSINESS WORLD

•OUTLOOK PROFIT

71
•INDIA TODAY

WEBSITES”

•Tatamotors.com,

•Yahoofinance.com,

•Valuereseacrhonline.com

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73
 ANNEXURE

QUESTIONAIRE

a) WHICH VEHICLE DO YOU OWN?

b) ARE YOU AWARE OF ALL VERSIONS OF TATA INDICA PASSENGER

CARS ?

YES
NO

c) WHAT IS YOUR SALARY?

<1 LAC 1LAKH – 3LAKH 3LAKH – 5LAKH <5LAKH

d) DID YOU RIDE SOME OTHER VEHICLE BEFORE THIS?

YES NO

e) WHAT IS YOUR EXPERIENCE FROM PREVIOUS VEHICLES?

SATISFIED NOT SATISFIED

f) DOES TV ad APPEAL YOU?

YES NO

74
g) DOES BRAND VALUE AFFECT YOUR DECISION ON BUYING VEHICLE?

YES NO

h) WHICH IS THE MOST ESSENTIAL THING YOU PREFER WHILE BUYING A

VEHICLE?

MILEAGE PRICE POWER STEERING OTHER

i) DID YOU SEARCH INFORMATION FOR BUYING THE CAR ?

YES NO

j) HOW WILL YOU RATE MILEAGE GIVEN BY YOUR VEHICLE?

VERY GOOD
GOOD
NEITHER GOOD NOR POOR
POOR

k) HOW WILL YOU RATE THE FREQUENCY OF MAINTEINANCE SERVICE

AND REAPIR NEEDS OF YOUR VEHICLE ??

VERY FREQUENT
FREQUENT
NEITHER FREQUENT NOR INFREQUENT
INFREQUENT

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l)HOW WILL YOU RATE THE LEVEL OF COMFORTNESS OF YOUR
VEHICLE?

VERY GOOD
GOOD
NEITHER GOOD NOR POOR
POOR
VERY POOR

76